Customer Service - Skills - Hints and Tips:In this section you'll find short hints and tips to help provide better customer service, particularly with customers who are difficult, angry or potentially abusive. Much of the material here involves book excerpts.

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Defusing Tactic #17: Using Appropriate Tone & Word Stress Free Resources to Help You Succeed In Your Job
Establishing a cooperative climate involves more than the words you use. It also involves using the appropriate tone of voice for the situation. Learn more about how your tone of voice and how you stress words send a message to your customer.

Defusing Tactic # 20: Replace Some Statements With Questions
Find out why replacing some statements with questions is an applicable tool for cooperative communication.

Defusing Tactic # 25: The Broken Record Technique
Learn how to apply Tactic # 25 – The Broken (Stuck) Record Technique - in order to gain and maintain control over hostile interactions.

Starting A Customer Conversation Successfully
Whether you deal with customers in person or on the phone, the way yuo begin a conversation or interaction will affect how the customer treats you. You know what they say -- first impressions are hard to change. Learn how to begin a customer interaction on the right foot.

Defusing Tactic #23: Going To Computer Mode Free Resources to Help You Succeed In Your Job
Learn how to apply Tactic # 23 – Going To Computer Mode - in order to gain and maintain control over hostile interactions

Defusing Tactic # 19: Avoid Repeating Hot Words & Phrases Free Resources to Help You Succeed In Your Job
Hostile customers will use a lot of hot words and phrases in their verbal attacks. They may call you stupid, incompetent, an idiot, or accuse you of being racist, or corrupt, or lazy or... well you get the idea. What you DON'T want to do is repeat the hot words that the customer uses. Read an example provided to learn how to respond to a customer's use of a hot word.

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Pages On This Site Most Recently Updated On: 20-Aug-2008 - 17:08:36

Get Onpoint - Your free guide to work and relationship resources : Customer Service - Skills - Hints and Tips

Defusing Tactic #17: Using Appropriate Tone & Word Stress Free Resources to Help You Succeed In Your Job

Defusing Tactic # 20: Replace Some Statements With Questions

Defusing Tactic # 25: The Broken Record Technique

Starting A Customer Conversation Successfully

Defusing Tactic #23: Going To Computer Mode Free Resources to Help You Succeed In Your Job

Defusing Tactic # 19: Avoid Repeating Hot Words & Phrases Free Resources to Help You Succeed In Your Job

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